[CANCELLED] Scheduled Maintenance - October 14, 15 & 16, 2024 | Pods 13, 17, 18, 19, 20, 23, 25, 27, 28, 29 | Support (Agent Workspace Messaging) - Database Maintenance – Second Brand

Update: The maintenance windows listed in this article for pods 17, 18, 19, 20, 27 and 28 have been CANCELLED. Separately, pods 13, 23, 25 and 29 will be rescheduled for some time in November. We will send a new communication to notify customers with accounts on these remaining four pods at a later time.

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Zendesk will perform critical maintenance which will impact performance for Agent Workspace Messaging customers on Pods 13, 17, 18, 19, 20, 23, 25, 27, 28, 29 during the times listed below.

Affected products: Support (Agent Workspace - Messaging)

Important: Agent Workspace improved messaging backend customers will be impacted, based on the Pod maintenance dates and timings below.

Customers Affected: Zendesk customers on the Agent Workspace improved messaging backend will experience a brief service disruption of up to 20 minutes at some time within the maintenance window.

Date (UTC)	POD	Start Time	End Time
Mon - Oct 14, 2024	17, 18, 28, 29	00:00 UTC / 17:00 PDT (Sun Oct 13)	03:00 UTC / 20:00 PDT (Sun Oct 13)
Mon - Oct 14, 2024	13, 19	06:00 UTC / 23:00 PDT (Sun Oct 13)	08:00 UTC / 01:00 PDT
Tue - Oct 15, 2024	23, 27	06:00 UTC / 23:00 PDT (Mon Oct 14)	08:00 UTC / 01:00 PDT
Tue - Oct 15, 2024	25	18:00 UTC / 11:00 PDT	20:00 UTC / 13:00 PDT
Wed - Oct 16, 2024	20	06:00 UTC / 23:00 PDT (Tue Oct 15)	8:00 UTC / 01:00 PDT

Expected behavior:

During the maintenance window, customers may experience intermittent errors or degraded Messaging performance on all Messaging Channels for up to 20 minutes during the window, and agents may experience messaging delays or delayed ticket creation.

There is no data loss expected, and the service will resume seamlessly once the maintenance completes.

Outside of the specific windows outlined in the table above, customers should not experience any service impact.

What do customers have to do?

Customers are not required to take any action. Customers are recommended NOT to set ticket status to "CLOSED" for ongoing Messaging tickets that are open during the maintenance window so that any delayed messages can still be appended to the ticket after database maintenance is completed. If an ongoing messaging ticket is closed during the degraded performance window, messages not yet appended to the transcript could create another new ticket.

Why we're doing this:

The Zendesk Messaging team is performing this maintenance work to improve the stability and scalability (storage capacity and general performance improvements) of datastores in the new Messaging Backend. This allows us to improve reliability and performance for existing and future customers to the new Messaging Backend.